MY -- Lead Product Support Engineer

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ADP, Inc. Full time
ADP is hiring Lead Product Support Engineer for Malaysia.

Are you all about the follow up and follow through that helps you and your clients achieve serious results?
Do you derive joy out of helping others uncover creative solutions to complex problems?
Are you looking for a culture where you can bring your passions, put your unique skills to use, and learn as much as possible? If this sounds like you, then #HelloWork This is just the opportunity you've been waiting for. Your role:
In this role, it's all about enabling our clients to be more effective employers by identifying, defining and assessing their needs. Our service teams make it happen by collaborating with our clients and other key internal stakeholders to ensure that we provide "Everyday Excellence" and improve our client's experience. As Product Support Engineer, you will be responsible for:
  1. Managing the helpdesk by rightly assigning the tickets to the team and monitoring closure as per SLA for Malaysia.
What you'll do:
  • Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
  • Ensure complete customer satisfaction based on NPS and TAT for closing tickets.
  • Act as a single point of contact for all product-related queries from both internal and external customers.
  • Develop continuous customer loyalty.
  • Act as a further escalation point for unresolved or escalated tickets.
  • Promote a high degree of customer service for all support queries and adhere to all service management principles.
  • Evaluate the JIRAs provided by each country's service team and collaborate with GPT on the release in the production environment.
  • Produce weekly and monthly statistics and performance reports.
  • Train future country service team on new product features and functionalities, and engage in client-facing technical conversations.
  • Quickly pick up Vista product knowledge and support addressing system issues.
  • Collaborate effectively across multiple teams from different locations.
Qualifications you'll need: Experience:
  • At least 4 - 6 years in technical support and helpdesk.
  • Ability to showcase working knowledge on Excel.
  • Excellent problem solving, coordination and interpersonal skills.
  • Ability to provide leadership in customer service and communication.
  • Target-focused and result-driven.
  • Effective written and verbal communication skills.
  • Ability to work under time constraints to ensure deadlines are met.
If you've made it down this far, we have to ask: What are you waiting for? Apply now
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